You take pride in being a customer-first company, always attuned to the voice of your consumers. You regularly sift through reviews and Q&A, watching closely how your products and services stack up against competitors. You feel connected to customer sentiment—yet, the numbers don’t reflect it in your ROI.
So, where’s the gap?
The elephant in the room may lie with your sentiment analysis tools. Many only offer basic polarity scores—telling you how many reviews were positive, neutral, or negative. This simplistic data creates a flood of information but yields little action, leaving your teams—many of whom aren’t data analysts—struggling to answer these key questions:
- What’s changed that needs my attention?
- When, where, and why did it change?
- Who needs to be informed?
- What can I do about it?
The problem isn’t about listening harder. It’s about acting smarter.
The insights are there, but turning them into growth and profit requires more than basic sentiment analysis.
That’s where Luminoso comes in. Having worked with brands in CPG and Automotive, I’ve seen firsthand how Luminoso takes consumer reviews data to the next level. It’s not just about polarity scores—it’s about tracking and understanding consumer language and emotions through the entire customer journey. Luminoso’s self-service platform empowers non-analysts to extract meaningful insights, revealing what truly drives customer satisfaction—and profits. By leveraging metadata, it helps teams to identify what matters along time and across touchpoints, giving you a Storyful, clear picture of your consumer landscape.
In CPG, my partnerships with Luminoso have earned recognition, driving results by:
- Understanding the emotions behind every review
- Reducing churn among high-value detractors
- Spotting tipping points before they escalate
- Building and retaining loyal customers
- Divesting from low-value detractors
- Identifying proactive strategies
Ready to turn your consumers’ sentiment into success?
Check out Luminoso and start unlocking the ROI you’ve been missing.
This post was written by Robert Odera, Founder at Insights Nectar.
